Supervisor, Surgical Assist Operations

The Operations Supervisor plays a pivotal role in supporting day-to-day operations across all markets by managing urgent scheduling and coverage issues, working closely with clinical managers, and ensuring effective communication with surgeon offices. This individual will report to the Senior Operations Manager. The role is highly dynamic, with responsibilities that include overseeing scheduling support, managing relationships with surgeon offices, and driving process improvements to optimize operations.

The ideal candidate will have strong organizational skills, the ability to handle multiple priorities, a proactive problem-solving mindset, and a commitment to continuous improvement. This position demands a professional who can maintain calm and efficiency under pressure, while fostering a collaborative, team-oriented work environment.

Essential Job Duties and Responsibilities

1. Scheduling Support:

• Serve as the primary point of contact for all scheduling-related communications, assisting the scheduling team across all markets.
• Manage urgent add-ons and coverage needs, ensuring effective communication with clinical teams to address immediate scheduling issues.
• Coordinate with surgeon offices to obtain necessary case details, ensuring clinical teams have accurate information.
• Submit requests for new surgeons to be added to USMON/Salesforce (SF).
• Support the onboarding process for new surgeon office staff, collaborating with clinical managers to ensure a seamless integration into the scheduling process.
• Contact new surgeon requests to gather surgical assist (SA) requirements and coordinate with operational and clinical teams to assess coverage ability.
• When clinical managers are unavailable, independently assess urgent coverage needs and communicate coverage decisions clearly and promptly.

2. Surgeon Office Communication & Relations:

• Act as the main point of contact for surgeon offices, addressing inquiries related to scheduling, coverage, and operational concerns.
• Proactively communicate coverage status and updates to surgeon offices, ensuring timely information flow.
• Ensure the surgeon scheduler’s email information is kept up to date in USMON for weekly case confirmations.
• Reach out to surgeon offices during high-volume periods to identify unscheduled cases and offer services.
• Collaborate with surgeon offices to obtain credentialing sponsor forms, ensuring smooth processing for SA Operations.
• Foster and maintain strong, professional relationships with surgeon offices to improve service delivery and enhance the overall customer experience.

3. Hybrid Responsibilities:

• Collect and confirm case details with surgeon offices, entering cases into USMON as required.
• Follow up on billing matters and assist with any related administrative tasks as needed.

4. Independent Contractor (IC) Cases:

• Ensure all necessary documentation is collected and cases are fully closed in a timely manner.

5. Open Case Management:

• Conduct weekly follow-ups to ensure open cases are closed promptly and accurately.
• Maintain accurate records and status updates for each case.

6. 6. Direct Patient Fee (DPF) Support:

• Assist with the management of service invoices and conduct follow-up calls for collections as needed.
• May participate in the collection of pending patient-focused fees, working to improve financial processes.

Education and/or Experience

Required:

· 3+ years of experience in operations, preferably in a healthcare or clinical environment.

· Strong operational support or management experience with a demonstrated track record of success.

· Experience working with scheduling systems or similar operational platforms.

Preferred:

· Previous experience in managing relationships with external partners (e.g., surgeon offices, vendors).

· Familiarity with Salesforce (SF) and USMON (or similar systems).

· Experience in healthcare operations or surgical assistance.

Skills/Specialized Knowledge

· Organizational Skills: Strong ability to manage multiple projects and tasks simultaneously while maintaining attention to detail.

· Task Prioritization: Ability to prioritize urgent tasks and respond quickly in high-pressure situations.

· Communication Skills: Excellent verbal and written communication skills, with the ability to build rapport with various stakeholders, including clinical teams, surgeon offices, and patients.

· Process-Oriented & Detail-Focused: Capable of understanding broader operational goals and breaking them down into actionable tasks to achieve short-term improvements.

· Proactive Problem Solver: A quick learner who can think critically and creatively to address challenges, find solutions, and drive improvements.

· Team-Oriented: Collaborative mindset with a strong sense of accountability, ownership, and responsibility for achieving results.

· Resilient: Able to remain calm and composed while managing multiple urgent issues and navigating the demands of a dynamic environment.

Other Requirements

· Must maintain professional appearance.

· Ability to be at work on a regular and consistent basis

Physical and Mental Demands

This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

Standard office working environment that may be busy and noisy at times.